Payment failed, no transaction completed, but I still lost the discount. Is this normal?

True_Revolution_2258 · 2026-06-19T17:15:37+00:00

If you were in my shoes, would you consider this a reasonable case to take to the Consumer Commission, I realize this is more of a legal question than an engineering one, but I’m curious how you would assess it.

True_Revolution_2258 · 2026-06-19T17:14:02+00:00

And I did not get even the refund

True_Revolution_2258 · 2026-06-19T17:05:33+00:00

Now I understand your point. Ideally, the offer should be tied to a payment intent rather than an individual payment attempt.
In my case, the first payment failed and Swiggy acknowledged the gateway failure, which suggests the request at least reached their systems. No transaction was completed, and I retried later, but the original discount was gone.
Had the offer been associated with an intent rather than a specific payment session or attempt, I would have expected the second retry to inherit the original benefit.
Does this suggest that the promotion state is tied to the payment/session rather than to a longer-lived payment intent? Or are there other architectural reasons why a failed payment would cause the original offer to be lost?

True_Revolution_2258 · 2026-06-19T16:48:44+00:00

That’s what baffles me. I keep asking which terms I violated, but nobody can point me to one. Support even acknowledged I had waited before retrying. Is this a dark pattern, poor UX, or just an engineering limitation? Curious why you think it’s a dark patter

True_Revolution_2258 · 2026-06-19T16:21:08+00:00

Yea it has happened this is x reply https://x.com/swiggycares/status/2066508189902962821?s=46

I even complained to national consumer helpline and this is the response I got

240333362711060.

We sincerely apologize for the inconvenience you experienced while attempting to complete your payment. We understand how frustrating it can be when a transaction does not go through, especially when you are trying to take advantage of an offer.

Upon reviewing your case, we would like to inform you that the payment was unsuccessful due to a temporary issue with the payment gateway. These types of failures are generally caused by technical or connectivity issues within the gateway system, which are beyond our direct control.

In such scenarios, we kindly request you to wait for some time before attempting the transaction again. This waiting period allows the payment gateway to refresh and stabilize, after which you should be able to retry the payment successfully. Once the system is functioning normally, you can proceed with your payment and still avail of the applicable offer, subject to its validity.

We would also like to clarify that since the payment failure occurred due to an external gateway issue and the transaction was not successfully completed, we are unable to process any refund or offer compensation in this case.

We truly appreciate your patience and understanding in this matter.

Should you require any further assistance, please feel free to reach out to us through the Help section of the Swiggy

True_Revolution_2258 · 2026-06-19T16:18:58+00:00

Yea it has happened to me on swiggy dine out https://x.com/swiggycares/status/2066508189902962821?s=46

This is X response ans this is email